Plusnet Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Plusnet.

Recent Customer Ratings for Plusnet

  • Satisfaction
    3.3 stars
  • Customer Service
    3.6 stars
  • Speed
    3 stars
  • Reliability
    3.3 stars

Based on 5436 customer ratings since 2019-02-26 (Show all time ratings)

Visit Plusnet   Read our Plusnet buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

2944 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
This company was a pleasure to deal with until about 2 years ago. Then various problems started. I was told I could have fibre and they upgraded me only to find out I couldn’t. It took about 9 months before I got my service back properly, the staff I spoke to were incompetent they couldn’t find the problem which in the end was settings their end. Now I have lost my internet again and as I am just out of contract they told me to go and find another provider! They are rude and lack empathy, I have been with them for a very long time too. They aren’t interested in keeping customers just getting new ones. I won’t ever go back, they also need to change their statement “ we will do you proud” absolutely not true. Stay well clear.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon Plusnet  
I think the customer service is the worst part of this company, not friendly but intimidating... they will not let you disconnect easily as they donot answer the phone for over 30-40 minutes if you chose disconnect option and will not accept notice on email, online app or a written letter, however the sales team will answer quickly
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Pinner Plusnet  
Have generally been happy with the service from Plusnet but problems started when I told them I was leaving for another provider. That was a mistake as my access to subscription channels was cut off immediately despite me telling them the change over date was nearly 3 weeks away. When I contacted support about this they were generally helpful but ineffective telling me the lost channels would be reinstated within 24 hours. They weren't despite contacting them four times. I told them I was paying the full subscription for the service I had contracted with them but they were not providing the service being paid for until the service transfer date they had been given. They said they would reimburse the cost of the subscription channels for 1 month but said they were unable to reinstate the missing channels despite being reminded that they could unplug the service immediately but not re-connect them for 1 month. I am stuck with this situation until the change over takes place and am being denied access to the contracted subscription channels.
I am not impressed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Chester Plusnet  
Plusnet......don't be fooled. It was once good, but more recently their customer service is poor. When I joined last year (2019) I got a poor service; constantly dropping. The line into the house was checked and was fine. Plusnet tried to blame everything - choice of channel, house electrics, etc, From the start I asked for a new router. They constantly refused to replace it. Six months on I changed provider, changed router, and hey ho I now have a service that flies around the house and is reliable and stable. You have been warned.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Faringdon Plusnet  
Just off the phone from customer support after weeks of horrific connectivity. Not only did I receive the warmest service I have ever experienced, but I ended the call the call on a better and cheaper plan and a fixed line.
If ever in doubt, call them.
I am over the moon.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Inverness Plusnet  
Have been a customer for 6 years and it was great up untill 2 years ago when they brought out the new hub. Can not handle 5hz so randomly locks out phones as an authorization error or drops speed when gaming. Leaving you unknowingly eating into any data allowance. Have always liked plusnet, customer service always helpful just they won't stop defending that damn hub. In 2 years I've been sent 3 to replace faulty ones and it's got worse since the last software update. I'm have moved suppliers. May come back when they lose the hub.
  • Satisfaction
    2 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    1 star
Southampton Plusnet  
Awful customer service; refused to accept that my bank account numbers were mine (doesn't quite match?). Waited for a manager to call back - never happened.
Nearly two months to close my account and they still haven't done it or refunded me - will never be with them ever again!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Cheshire Plusnet  
Had plusnet for 2 months had speeds of 0.91 mbph download 0.01 upload sent numerous times on the phone plusnet still charging me decided I wanted to cancel as I wasnt getting any service, they wanted 400 quid to cancel told them not on my life
Ended up going to dept collectors. And a mark on my credit file. I urge anyone thinking of joining plusnet give them a wide berth they are without a doubt the worst broadband company out there
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Peterlee Plusnet  
After 4 years of bad connection and constantly dropping Wifi with my bill now £50 a month I decided to call them after my internet could not even cope with a phone using it.

Upload if 0,51 & download of 2.3 I was told thats acceptable.

So I rang for help many times now decided to leave and join sky
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk Plusnet  
I’ve contacted plusnet a million times to say that I am not getting any WiFi and they tell
Me that they can’t come out to sort it and that I need to try this which I’ve tried 58301 times before. I’m paying for no internet. Phones have nothing and when watching tv it just buffers. I’ve been with plusnet a while but they still say I have a while left for a reason: DONT JOIN YOUR REGRET!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Kent Plusnet  
Avoid avoid avoid
Broadband keep crashing all the time.
When calling the customer service you only got some robotic answers. Never their fault and definitely not fibre connection.
Save some time and money and don't go with Plusnet
Avoid at all cost
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Erith Plusnet  
Plusnet chat has been down for weeks. They say this "our chat has been taking offline for the foreseeable future although not indefinitely".
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
London Plusnet  
Was promised £70 cashback. Three months later and a load of email and phone calls and reminders I got the cheque only to find out that it can't be cleared by my bank and is invalid. Such a waste of time this company! Terrible customer service!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Have had broadband for over 12 years and through 3 house moves. Never had a problem that wasn't sorted efficiently. Great value, great customer service, very happy.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Chepstow Plusnet  
This Company have got to be the worst service provider in history. Like everybody else I have been conned into thinking I had fibre, not the case, but Plusnet will not release me from the 2 year contract. (even though I don't get fibre) The e mails do not work, the service is shocking. There is no complaints department. Oh and by the way the internet never works. PLEASE AVOID if you want a good service. BAD BAD COMPANY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Keighley Plusnet  
I genuinely cant wait to be out of contract with plusnet.
I have been with them a year. We are not high users at all. Usage is limited to youtube, Prime, twitter and internet research.
The connection was fab at first but 6 months in even prime TV buffered. ITV hub is unwatchable because it wont load and/or has long 10min periods of buffering. I can pick it up just fine absolutely anywhere else but my house.
The signal dinks off completely, evry so often.
It was off for 3 days at one point.
I don't have anywhere near enough control of privacy or safety content or internet timers.
As soon as my contract is up I will be moving away from them.
  • Customer Service
    2 stars
South Wales Plusnet  
STAY AWAY FROM THEM!!!!!!!
I`m using internet for work. Broadband stopped working and they are unable to determine the reason of the fault. I will be without internet for 1.5 months as they won`t let you go without paying cancellation fees 200 pounds. Managers Jami and Daniel at the call centre very patronizing and said "we have 30 days to fix it there is noting you can do". Think twice or it is going to cost you!! Thieves.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Plus net throttle you.
If you are a gamer or need a stable connection for your job (like me), anything more than a 3Mbps usage and they throttle you, even with an unlimited plan. To put that into perspective, that's watching a video in 480p, connections in the 90s were of a better standard!

Plus net have sent engineers round to 'fix the issue' (who all agree with me how bad plus net is), however this issue can't be fixed by new wiring or anything, it's their service system that actively discourages you to use the service you pay for.

Despite Plusnet having no kind of usage limits and promises to not throttle customers, they skirt around this by increasing ping and ramping up and down the upload speeds so the download speed (the one normal people pay attention to) seems to be fine when they are in fact throttling your connection. Absolute disgrace, I will not be back, an extra £10 a month for dial up would be more reliable and better value.

Beyond throttling, customer service have no IT knowledge and the longest wait times of any service I've ever used. Their WiFi router is prone to over heating and has a terribly weak signal, 2 walls or 10m of free air is enough to stop the signal, this doesn't provide a good connection for a flat nevermind a house.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield Plusnet  
Don't normally do reviews.But the service we have received from Plusnet
has gone beyond excellent.Thank you.
BT has lost a 17 year loyal customer.
Just wish we had changed sooner, Can not praise Plusnet service enough.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
WEYMOUTH Plusnet  
Avoid avoid Just absolutely shocking terrible so pleased to be out of contract. Just don’t know who to go to now . As they are all pretty crap. But never these ones again ever ever
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rickmansworth Plusnet  
Been a Plusnet customer for over five years. Always agreed good deals with them so I stayed. However, they never contact you about your contract coming to an end and I was charged over £10 my agreed price for the last four months because my contract ran out. Not one email or phone call to tell me about any of this. When I rang them to find out what happened the customer service was terrible! They told me it was my problem and cancelled me without hesitation. I rang to get my refund from being overcharged to then be told as I wasn't under contract anymore they wont refund me. You'd think they would treat a customer of over 5 years a little bit better!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
I ordered my phone line and broadband in January and all was good when placing the order which was to commence 3rd February 2020. I had confirmation to say my broadband was up and running on 31st January. I didn't install the router until the 3rd as my contract with the other supplier was still valid. The open reach contractor came to install the BT line and as my socket was really old he replaced it in the hallway. I wasn't even asked what devices I use as I have 2 wireless devices downstairs and a wired PC upstairs and that's where the socket should have gone. I have since spoken with the manager there who was kind enough to call me yesterday and is trying to fix this issue.

The other issue was I kept the same landline number which should have been transferred from my initial supplier to Plusnet. The contractor who came went to check the line at the exchange and said all was okay and just fitted anew socket as he said the one I had was old. So as my number never got transferred anyone ringing from outside could hear the phone ring but it never rang my phone. I also got a email for 48p which I wasn't sure what I had used so called customer services and they said it was for broadband use from 31st Jan until 2nd February. I didn't have my router installed until the 3rd February!! They have sent me a confirmation email to say this money will be refunded!!

I paid 49.99 for the engineer to come and was under the impression that he would ensure everything was up and running but instead a 5 minute job and nothing worked.

The 2nd engineer came on 5th February about 1.30 pm to find out what the issue was. It took his 2 hours to do various tests and also go to the exchange. And when he came back he confirmed the issue is the transfer of the number never took place!! He said he has done everything he could and will now have to pass it to the maintainance team and they will contact me when up and running. In the meantime I had to go out and when I came home ab out 5pm I thought let me check if anything has happened...and yes my phone was actually ringing.

The time wasted over 3 days and all the stress with it got me in tears. I have been very upset with the service and if I had know I would have never left my previous supplier.

I have still a problem which they need to fix as I can't get broadband upstairs for my wired PC
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton Plusnet  
Just been using the service for a week and extremely annoyed. Router barely sends a signal through a cardboard it feels. Multiple (4+ / day) connectivity drops everyday at least. Even when a single device is connected to the router, it can't handle a conference call with screen share and cameras enabled.

Definitely the worst ISP experience in the UK so far.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Bromley Plusnet  
What a load of absolute rubbish!
-the internet keeps cutting in and out!
-the router isn't powerful enough for all our devices in my house!
-cant get a signal anywhere even know its in the middle of the house!
-its a absolute faf to start up then its stops working!

Plusnet is the worst internet provider ever!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
yatton kenyell Plusnet  
broadband frequently drops below minimum guaranteed speed and is generally very slow.Almost as bad as when we had dial up.Sometimes it works very well.Customer services were polite and helpful but didn't resolve the problem.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Huddersfield Plusnet  
Terrible service from start to finish !

Firstly the line was installed at the very back of the house ( to save on 2m of cable) meaning there was never any reception at the front of the house.

Secondly the speed was terrible. Paid for high speed that I NEVER got. Took them 3 complaints over 2 months to send out an engineer who confirmed I was not and never had been getting high speed. When I asked about a refund for the difference I was offered just £25 for the entire year.

Finally upon cancelling the contract and requesting it run up until the next bill date ie what was already paid. They completely ignored this instruction and cut me off a week early !

The service is shocking, the speed is sloooooow and the router frequently went down for no apparent reason. Would stick with Virgin or Vodafone in future.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Renfrew Plusnet  
I had been with them for years and even recommended my ex to join them. I told them that I would leave them on 10th January. They are not happy and I waited 6 months for the broadband content and line rental to come close to each other - one on 12 January and 16th January. Now they sent me this demand even though I left them earlier than the expiry date:
You recently cancelled your services with Plusnet on 10th January 2020. We have been unable to take payment for your termination invoice associated with your account closure.

We'd like to remind you that payment is still due.

What happens next?

You are required to pay the balance of £0.24 in full within the next 14 days. If payment is not received, your account balance will be forwarded to a third party Debt Collection Agency which will incur an additional cost and may have an adverse effect on your credit file.

Just how nasty can PLUSNET, THE ONE WHO WANTS TO HELP HIMSELF TO YOUR PURSE, get?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East London Plusnet  
Genuinely one of the worst companies I've ever had the misfortune of dealing with. They offered a minimum internet speed as par of our deal and most of the time, we are lucky to get 1 mbs. I contacted them and said they would look into it. They never got back to me so I called them again. After giving no explanation as to why it was still so slow, and running several test which kept me on the phone for well over an hour and being passed from department to department, they refused to cancel my contract as per the contract agreement that if they could not provide the minimum speed, we could leave without cancellation fees. Avoid this internet provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Romsey Plusnet  
AVOID!! A disgrace of a company
1) been without broadband for over a month — was told it was a open reach problem would be fixed in 24 hours..
2 days later phoned to be told it would be 48 extra hours.. phoned back 3 days later to be told i needed an engineer.
2 days later.. phoned back to ask when engineer was coming to be told there was no engineer coming they had no idea about this at all!
Told the issue had nothing to do with them and they needed to contact another company!!
Never got it sorted kept phoning back to be told numerous excuses
1) open reach issue
2) home issue needed engineer
3) my account was closed need to reopen account
4) another company had to deal with it
5) phone line issue
6)it was connection port
7) change frequency channel of broadband
The list is literally endless! I have already signed up with another company for new broadband. Can never get customer service on the phone and when you do it’s excuse after excuse! Paying for a service I’m not getting absolute joke of a company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Plusnet  
I suffered Plusnet for 6 months during which time I could only receive reliable Wi-Fi in one room. In fairness they replace the router without question, but this didn't resolve the issue. I finally terminated my contract following a support call with one of their technicians who advised me that the reason I couldn't receive a signal in the kitchen was due to a Microwave: Something I don't own. The only positive thing about Plusnet is how quick it is to get through to their support team, but this is offset by their lack of Technical ability.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Tonbridge Plusnet  
They have messed up billing systems dont generate Bill's properly they owe u a refund and then refer accounts to debt agency's when they still owe u a refund
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
Lots of trouble with speeds and now billing, customer services is the worst I have ever come across, avoid this company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chester Plusnet  
Very very poor customer service. Phantom invoices. Complaining to relevant regulator. BEST AVOIDED!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wirral Plusnet  
Having increased the amount we paid to get a faster unlimited broadband service, the speed is highly inconsistent, especially in the evenings when it can drop to a pathetic 4-5mb when we should be getting over 25MB we are being ripped off. Don't use this provider they just don't deliver what they promise consistently in a usable manner, there are much better providers out there.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Leeds Plusnet  
No one should give Plusnet their bank details or set up a direct debit for this company. They steal customers' money. When you call them they apologise and promise a refund but this never materialises. I was with Plusnet and I moved house. They took over my neighbour's internet and phone line! They apologised and acknowledged it was their mistake. I asked to terminate my contract since it was within the 14 days initial period after I started a new contract for moving house. They promised to refund me for the month they charged ahead. Instead they stole £58 from my account. I phoned them several times, every time they promise to refund me but they never do. This is a dodgy company. Peopel should not give them their bank details or set up a direct debit with Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
I ended my contract and Plusnet email me a bill of £19.41 which I was told to ignore.
Plusnet sold my debt to Oriel which is a debt collection agency and I had to pay them almost £27.00 not to scew up my credit.
I would never go with Plusnet again.
Rip offs. They claim to be the best but the speed on my WiFi kept going down and they always increase your monthly bill.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Plusnet  
Only ‘positive’ is our service was reliable. It was reliably dreadful as was any attempt at speaking or dealing with this sham of a company. Had to pay a small fortune to ‘cancel’ our contract but it was worth it just to be with a decent provider. Don’t fall for it and DO NOT DEAL WITH THIS COMPANY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
York Plusnet  
Would rate 0 stars if I could. Been with plusnet since Dec 2018, after issues with Sky. Nothing but issues right from the start. Firstly, they didn't put the order through until we complained, was over two months before the order eventually went through. Then they changed us to a completely different line, we had someone elses! Took another month or so to sort this. They did give me 3 months off my bill, however right from the start, internet speeds very slow, they say that they can only promise ethernet speeds and not wireless...DOH, isn't WIFI what we all use???

Now, after been flooded out, we were told we needed to cancel our existing contract and start another- which is 24 months!!! We told them that we were only in temp accommodation for around 6 months! Since moving, we have had a constant issue with speed. After many calls, and an engineer, we are now told that it is our fault that we are downloading nearly 2TB (which is huuuggeee!!!!) in a month, no-way! They have not offered a solution and don't seem to be bothered that if we are not downloading, then who, or what is??? We have no option now but to change provider as they are not able to offer a solution. They told us as it is a 24 month contract, we will have to pay £250 charge!!! They knew beforehand that we were only going to be here temporarily. They advised we are unable to claim breach of contract as the speeds only apply to devices connected by ethernet.

My response, a complaint to plusnet, a complaint to ofcom and a dispute about the final bill, which will have the £250 cancellation charge added to it.

Do not trust this company, they are not bothered about their customers, only about getting as much charges from you as possible. There has been no empathy or understanding of our trauma and even though we have lost our possessions, and our home for a while, they still want to kick us in the teeth and charge us £250!!!
anon Plusnet  
I am a disabled person & house bound so rely on my internet for almost everything I do. Plusnet have treated me terribly. No matter how many times I call them they don't update the account so keep telling me they don't know about by situation. Then they have 'made a mistake' & cut me off completely. They have refused to help me urgently & are basically a joke. Do not rely on Plusnet as they are only interested in you cash
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Leeds Plusnet  
Constantly reduced my speed,customer service no help whatsoever.They keep repeating that I can’t get out of the contract unless my speed goes below 11mb.AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BALLYCASTLE Plusnet  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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